Support
We're a small team. If something's broken or confusing, write us — we read every message.
Common questions
How do I connect my Substack?
Install the SubUp Chrome extension, sign in to Substack in the same browser, click the SubUp extension icon and hit Connect Substack now. We read your Substack session cookie and use it (encrypted) to call Substack's API on your behalf.
What does the extension do exactly?
It only reads your
substack.com session cookie when you click Connect, and sends it to subup.app for authenticated API calls. It never posts, comments, subscribes, or takes any write action on Substack outside of buttons you click inside SubUp (like, reply, restack from the Activity Center).The extension popup says 'Could not reach SubUp'
Make sure you're online and that
subup.app is reachable. If you're self-hosting or testing locally, click Settings in the popup and switch the app origin.Why is my Activity Center / Notes Performance empty?
Two possibilities:
- Your Substack session expired. Open substack.com in this browser to refresh the cookie, then click Connect Substack now in the extension popup again.
- Substack changed an internal endpoint. We chase those quickly — email hi@subup.app if it's been broken for more than a day.
How do I cancel my subscription?
Go to Billing inside SubUp and click Manage subscription. That opens the Stripe customer portal where you can cancel any time. Your subscription stays active until the end of the current billing period.
How do I delete my account?
Email hi@subup.app from the address on your account and we'll delete everything (account, stored Substack cookie, generated insights) within 24 hours. We don't guilt-trip retention.
Is my Substack cookie safe?
We encrypt it at the application layer with AES-256-GCM before storing it. It's used only by SubUp servers to call Substack on your behalf, never shared with third parties, and you can revoke access any time from your account or by uninstalling the extension and emailing us. Full details in the privacy policy.
Where do I report a bug or request a feature?
Email hi@subup.app with as much detail as you can — what you tried, what you expected, what happened instead, and a screenshot if it's a UI issue. We triage everything within a couple of days.
Status
We don't have a public status page yet. If something looks broken across the board, check status.substack.com first — about half our outages are upstream.